Application Support Team Leader – Hybrid Working

We are working with a world leading software company who have huge plans for future growth. This is an extremely exciting time for an Application Support Team Leader to join them within their customer support team.

This is a key role within the Support Team and will be required to provide advice, support and troubleshooting of application and services for the company and their global customer base.

Key Responsibilities:

* Providing application support for the company’s application

* Providing support and mentoring for the support team

* Being a point of delegation and providing backup for the Head of Customer Support

* Providing support for related issues customers may experience

* Mentoring the support team

* Training the support team

* Ensuring tickets are being processed effectively and to company procedures

* Taking the lead on customer calls

* Triaging support tickets as they arrive and then assigning them to the relevant department

* Assisting on the initial requirements gathering phase to assess existing solutions

* Investigating, documenting and resolving issues

* Documenting change requirements

* Assist with the creation of documentation including User Guides and Support Knowledgebase articles

* Use SQL to query, modify and extract data from the Application database whilst carrying out support duties.

* Liaising with 3rd party partners

* There may be an occasional need for travel to customers’ sites to support on implementations or issue resolutions

* You need to be capable of logically investigating, documenting, managing the issue resolution process and appropriately communicating verbally and electronically. This covers the full spectrum of acknowledgement, updates and resolution to all affected parties for all reported issues both internal to the company and the externally affected customer(s) or partner(s)

* Gaining a full understanding of the Software Solution and how it is used by their Global customer Base Product Portfolio (cloud and desktop) applications

* Providing an escalation route for application support team members to evaluate and resolve printer related issues

By applying for this position, you authorise Auctoro Recruitment to hold your personal details on file for use in finding you a suitable position. Auctoro Recruitment will never transfer your information to a third party without your prior consent